Refund policy

Operated by Glass Enterprises. Policy version: 2026-09-08-cancellation-v1.

Script-first purchases have two separate approvals and charges. The first purchases the script only. Once it is ready, review the story and the separate animation quote before approving artwork and video generation. A successfully delivered script remains paid if you decline animation or if the later animation fails. A failed script purchase returns its script charge; a failed animation purchase returns its animation charge. Customer cancellations follow the unused-credit policy below. There is no automatic animation purchase.

If a paid conversion fails, is blocked by a provider, or cannot be completed within its purchased allowance, we return the full deducted generation credit to your balance. For older direct card purchases, we initiate a full refund to the original payment method. We do not substitute a partial or placeholder video as a completed purchase.

Contact support about unused purchased credit or account closure. Approved purchase refunds go to the original payment method and remove the corresponding credit, including any applicable tax refund. Promotional or admin credit is not redeemable for cash. Refunded or disputed funding is removed from your available balance; if it has already been spent, the balance can become negative and further generation requires sufficient credit. Mandatory consumer rights remain unaffected.

Refund timing depends on Stripe, the payment method and the financial institution. Your project shows when a refund is processing or needs assistance. Contact support with the project ID if it is delayed or if the delivered files are missing or defective.

For purchases under this policy, cancellation stops further work after requests already in progress finish. We return only unused generation credit: the purchase price minus completed or committed provider costs, the quoted processing allowance once work starts, and a cancellation fee of 5% of the original purchase price. The fee applies even if you cancel while queued. We round fees and retained costs up to cents, never retain more than the purchase price, and never make an additional cancellation charge. For example, a $10 purchase with $2 of work and processing costs returns $7.50 after the $0.50 fee. If request costs cannot yet be verified, the return remains under review and support can assist; missing cost information is not treated as zero spend. Existing quotes and purchases retain their recorded refund terms, including the previous full-return cancellation policy. Completed work is not automatically refunded for a preference change, but we will review quality or service complaints. Nothing in this policy limits mandatory consumer rights.

Contact: support@webwanderer.app